It seems like in every ‘business’ discussion, there is no escape to mentioning the emergence of technology and how it is currently changing the customer experience, let alone the future experience.
While I personally love technology and how it enabled me as a consumer, especially when it comes to saving my time, I still believe in the importance of the human factor.
I love it when I complete all the services online, and God only knows how much I hate calling customer service. I love when I buy heavy items online but hate it when I can’t return them.
I also love it when I interact with a friendly face, let’s say when buying coffee. Sometimes a simple hello, a smile and my misspelled name in a takeaway cup make my day.
Which reminds me to ask you…
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